Bass Services, Inc.

CHW doesn’t require inspections be completed on any items covered under the policy. Your claim has been reviewed and it wasn’t covered due to lack of routine maintenance. The maintenance that is being referred to is in section Letter F, Number 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. This is different from an inspection. Also, CHW doesn’t require that maintenance records are sent in for our records but invite you to send them in to be reviewed in an attempt to obtain a more favorable outcome of your claim. If you would like to do this, you can do so by sending them to [redacted]
  Regards, CHW

Dear [redacted] [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that you have paid for the one year at $425.00 and CHW has assisted you with one covered claim in the amount of $130.00.We do understand that claims can be frustrating however all of our coverage is listed in the policy which was sent to you before the actual policy began.  Per our policy, Section L Cancellations, you are entitled to a pro-rated refund however as a good faith offer we are offering to provide you with a refund of the paid policy and subtract that amount of paid claims, this will provide you with a refund of $295.00.If you would like to accept this offer, please contact us at ###-###-#### and we will then send you a release agreement.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   The policy indicates in section Letter C, Number 2, “Upon request for service, we will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact you to schedule a mutually convenient appointment during normal business hours”. The claim was placed on Saturday, 9/3/16 and a technician was assigned to the claim on 9/6/16 which was the day after the Labor Day holiday. CHW offers a reimbursement option to customers that will allow customers an option of locating their own technician and being reimbursed at the CHW rates as long as prior authorization is obtained as indicated in section Letter C, Number 3 of the policy. At this time, your claim has been covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Per your request, we have provided you with a full refund of your policy in the amount of $1100.00 that was placed back onto your credit card that you signed up with us.  This was placed back onto the credit card on 9/16/15 and therefore, we are not able to assist you with this claim.  CHW has provided this to you as a goodwill gesture as it is against our policy and your policy has been cancelled, again per your request.Thank you,CHW

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that breaker in the disconnect failed and needed to be replaced.Per our policy, Section Letter D, Number 7, CHW does not cover disconnects/sub-panels.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were you were not satisfied. We strive to provide the best customer experience, therefore, as a goodwill gesture we have added a onetime free service call fee for your next claim.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: if I'm paying for a warranty, it shouldn't be a problem with fixing the item if it's covered. Also, the item should be covered if fixed. Point blank this Is the first and only Warranty company that says that they'll covered repairs but only  a certain amount and if so the item will not be covered again. This is by far the worst Warranty company. If I've learned anything, I've learned that cheaper is not necessarily better. Thanks for the explanation but I know the issues I've encountered just because I've decided to go cheaper with Choice. Never again!
Regards,
[redacted]

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim, we have noticed that we have been awaiting a response from you after receiving the requested pictures. Please call our customer service team directly for further information. They can be reached at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],Normally, CHW would need to have proof of repair for the goodwill to be sent out to you however, we have placed the check in the amount of $100 for you to receive without providing the proof.  You will receive the check within 30 business days.Thank you,CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of the claim it appears as if it as handled in accordance to the policy section Letter F, Number 15 states, “We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty”. At this time, the unit is covered by the manufacturer.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do apologize for any frustration that this claim or policy has caused you.  CHW has given you a goodwill gesture of a full refund and we have cancelled your policy.  CHW does not normally refund a customer an entire policy once they have placed a claim. Again, out of good faith CHW did give you a full refund and we do apologize that you were not happy with the service or coverage we were able to provide. Respectfully,CHW

Dear [redacted],We do apologize that you think we are stating that you lied about the motor.  Per our policy, we do not cover any known or unknown pre-existing issues.  We do not think for a second that you lied about not knowing that the motor was failing however we do know for a fact that the motor could not fail within the time frame that you have had the policy.We do see that we did offer you goodwill that you declined and stated to cancel your policy which in turn we did for you.We do very much regret your fruition and your decision to cancel the policy with us. Respectfully,CHW

Our policy does not cover failures that are from shorted to the ground compressors.  The technicians may think that this is normal because they see this on a daily basis however these failures are caused due to one of four reasons, a lack of maintenance, lighting strike, power surge or overheating.  All these reasons are not covered under our policy as we have stated. Since you are dissatisfied with our policy, we are willing to offer you a refund of the policy that you have paid in the amount of $394.13.  If you would like to accept this refund, please contact CHW at ###-###-#### and we will process the paperwork for you to sign.Thank you,Choice Home Warranty

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]. Upon review of your claim we do see that the technician had been dispatched to your home, however we do not see that he provided a diagnosis to complete the process.  The technician has to contact CHW to provide the diagnosis in order for us to approve or not approve the repairs that are needed.  If the unit has failed due to a normal wear and tear that is covered under our policy, we would cover the claim and either replace or repair the failure.  If a unit was low on Freon, we would ask the technician to provide to us the reason as to why it was leaking.  That would determine if we would add Freon or if a leak detection test was needed.  If the unit had leaked due to any failures that are in Section F. Limitations of Liability, CHW would not cover those failures. Regardless of this, we were not provided with the diagnosis and therefore we do not have an outcome to your claim. We did receive a call from you on 5/3/16 stating that you were not happy with the service and wanted to cancel the policy before the diagnosis was provided to us.  Since you have cancelled the policy, we are not able to complete the process of the claim. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  I have reviewed your claim.  Based on the diagnosis that we received, it stated that the system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed to the technician performing a leak test on your unit.Based on the leak test results and pictures we received, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture we have applied a onetime free service call fee onto your policy. We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
There was no miscommunication your manager [redacted] said to me verbatim "companies can just pay the Revdex.com to raise their ratings" please go back and listen to the recording. Plus I sent you exactly what you asked me to at the time of the incedent and now you are asking for more requirements and I am sure you will continue to ask for them so you can keep denying the claim. Choice home warranty is proving to be a dishonest business that does not cover what is in their paperwork even after the AC company tells them it has nothing to do with maintanance. I am going to spread the word of the dishonesty of your program and your failure to cover claims as explained in your add and your documentation. I will submit one years worth of maintainer records like you said you originally asked for and are no where in your email to me asking for such items. So once again the big company that promises the consumer a safety net for help is getting away with a lie after they have been paid for three years of coverage.  Horribly disappointed. 
Regards,
[redacted]

Dear [redacted]We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

Complaint: [redacted]
I am rejecting this response because: I believe that CHW causes more frustration that they should have. When I was offered money for my dishwasher and I declined it was not made aware that a third tech had to inspect my unit. It was told to me that CHW would contact [redacted] and have them order the parts. CHW is giving me the runaround and now, I have no guarantee that after the tech visit tomorrow that my claim will be approved. Based on what I'm seeing on the Revdex.com and my interactions with CHW my claim will be denied. This company is a fraud. 
Regards,
[redacted]

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the drain pan was leaking due to it being rusted. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”In addition to that, the diagnosis also stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $100.00 towards the repair.  You declined this offer.  If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],                         Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable...

way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that your claim was processed in accordance to the policy. Section Letter D, Number 4 indicates that leak detection tests are not covered. Section Letter F, number 8 states that rust and corrosion are not covered and section Letter F, Number 19 states that secondary damages are not covered. Freon is not covered, however, as it was minimal amount of Freon it was covered as a goodwill gesture in the previous claim. As the issue wasn’t corrected it caused the Freon to leak out a second time, this is secondary and is not covered.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

CHW has offered to assist you with a goodwill payment in the amount of $300 which you have declined. The notes on the claim indicate that you had a second opinion and maintenance records. Please send in the records to [email protected] to have your claim reviewed in attempt to make a more favorable outcome. CHW would really much like to assist you with this and look forward to receiving the documents.   Regards, CHW